Repeatedthecustomer'sreason forcallingRecap whatassistance hasbeen providedat the end ofthe callExhibited the"Thankful"element ofMIPExpressedEmpathyFree!AuthenticationSuccessfullyCompleted/AcknowledgedExhibited the"Welcoming"element ofMIPUsed Step-Up toPerform aHigh-riskRequestProvidedself-serviceoptions(OLB/MobileApp/ATM)DeescalatedupsetcustomerRepresentativeasks customera connectionquestionAsked thecustomer aconnectionquestionCompleted atask withouthaving to callanotherdepartment"Can Do"statementusedFCRMade apaymentIssued areplacementcredit cardRepeatedthecustomer'sreason forcallingRecap whatassistance hasbeen providedat the end ofthe callExhibited the"Thankful"element ofMIPExpressedEmpathyFree!AuthenticationSuccessfullyCompleted/AcknowledgedExhibited the"Welcoming"element ofMIPUsed Step-Up toPerform aHigh-riskRequestProvidedself-serviceoptions(OLB/MobileApp/ATM)DeescalatedupsetcustomerRepresentativeasks customera connectionquestionAsked thecustomer aconnectionquestionCompleted atask withouthaving to callanotherdepartment"Can Do"statementusedFCRMade apaymentIssued areplacementcredit card

Call Shadowing Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Repeated the customer's reason for calling
  2. Recap what assistance has been provided at the end of the call
  3. Exhibited the "Thankful" element of MIP
  4. Expressed Empathy
  5. Free!
  6. Authentication Successfully Completed/ Acknowledged
  7. Exhibited the "Welcoming" element of MIP
  8. Used Step-Up to Perform a High-risk Request
  9. Provided self-service options (OLB/Mobile App/ATM)
  10. Deescalated upset customer
  11. Representative asks customer a connection question
  12. Asked the customer a connection question
  13. Completed a task without having to call another department
  14. "Can Do" statement used
  15. FCR
  16. Made a payment
  17. Issued a replacement credit card